Frequently Asked Questions

If you have any questions regarding your registration, the trading platform, unresolved issues, or technical problems, our Client Support Team is ready to assist you. Here's how you can reach us:

1. Live Chat: Connect with us instantly using our Live Chat feature on our website.
2. Email: Send an email to support@capitalvo.com for prompt assistance.
3. Account Manager: Reach out directly to your dedicated account manager for personalized support.

For efficient handling of your queries, please contact us using your registered email address. We value your trust in Capitalvo and are committed to providing the support you need.

Encountering difficulties logging in or receiving error messages during registration? Don't worry; we're here to help you resolve them quickly and efficiently:

• Call Support: Contact our support team in your preferred language for direct assistance over the phone.
• LiveChat: Connect with us instantly via LiveChat for real-time support from our team.
• Email: Send your concerns to support@capitalvo.com. Our team will promptly address your issues via email.

We understand the importance of a smooth registration process, and our dedicated support team is committed to ensuring you receive the assistance you need.

If you need to update the name associated with your registered account, please follow these steps:

1. Contact Support: If you encounter login issues or need assistance with registration errors, reach out to our support team. You can contact us in your preferred language via:
   • Phone: Call us for direct assistance.
   • LiveChat: Connect with us instantly through LiveChat.
   • Email: Send an email to support@capitalvo.com.
2. Name Correction: Name changes are permitted only in cases of misspellings. To correct the name on your account:
   • Send an email to support@capitalvo.com explaining the reason for the change.
   • Attach a copy of your identity document or a document verifying the name change.
   • Our team will review your request and provide updates on its status.
3. Provide Accurate Information: It is essential to provide accurate and valid information throughout our business relationship. If you initially registered using a fake name, nickname, or a third party's name, please inform us promptly.

Please note that additional information or documentation may be required to process name changes effectively.

We appreciate your cooperation and understanding as we prioritize the integrity and security of your account information.

If you've forgotten your username or password, don't worry. Follow these steps to regain access to your account:

1. Contact Us for Assistance:
   • Live Chat: Use our Live Chat feature for immediate support.
   • Email: Send an email to support@capitalvo.com.
   • Account Manager: Reach out to your dedicated account manager.
2. Provide Information for Verification:
   • When contacting us, be ready to provide necessary information for account verification. This typically includes personal details to ensure the security of your account.
3. Prompt Assistance:
   • Once we receive your request, our team will promptly assist you in retrieving or resetting your username or password.

We understand the importance of getting you back to trading quickly and securely. Rest assured, maintaining the security of your account is our top priority, and our verification process is designed to protect your information.

Thank you for your cooperation and understanding.

When opening an account, you will generally need to submit the following documents:

1. Valid Government-Issued Photo ID: Examples include Passport, National ID Card, or Driver's License.
2. Valid Address Verification Document: Acceptable documents include:
   • Utility Bill (e.g., electricity, water, gas) dated within the last three months.
   • Bank Statement showing your name and address.
   • Government-issued ID card that includes your address.

Please note that specific document requirements may vary based on the review of your application by our Account Services department. It's recommended to verify with our support team or refer to the account opening guidelines for any additional or updated documentation requirements. Ensuring the submission of accurate and valid documents is essential for the successful and secure processing of your account.

When verifying your account, you will typically need to provide the following documents:

Identity Verification:

• Valid, current Passport (national or international).
• Valid, current Driver's License.
• Valid, current National ID Card.

Note: Other types of ID may be considered on a case-by-case basis after review. Birth certificates, marriage licenses, and insurance cards are not accepted.

Proof of Residence:

• Utility bill (dated within the last three months).
• Bank, credit, or debit card statement.
• Council tax bill.

Note: Utility bills and statements must be dated within the last three months. You have the option to redact confidential information such as account numbers.

Additional Considerations:

• In compliance with regulatory obligations, additional documentation may be required periodically for internal reviews.

Please be aware that specific document requirements may vary based on the review of your application by our Account Services department. We recommend checking with our support team or referring to the account opening guidelines for any additional or updated documentation requirements.

Ensuring the submission of accurate and valid documents is crucial for the successful and secure processing of your account.

To upload your documents, please follow these steps:

1. Log into your account.
2. Navigate to "My Account."
3. Under "Personal Information," select "Upload Documents."

If you encounter difficulties uploading your documents through the platform, you can alternatively send them via email to support@capitalvo.com. Our support team will assist you in completing the necessary steps.

Please ensure that all documents submitted are clear, valid, and meet the specified requirements for a swift and successful verification process.

Account verification is a mandatory step to ensure compatibility and security. Follow these guidelines to verify your account:

Proof of Identity:

• Submit a colored copy of a valid government-issued ID (e.g., Passport, ID card, Driver's license).
• The document should clearly display your name, picture, date of birth, and date of expiry.
• Send copies of both sides of the ID card or driver's license.

Proof of Address:

• Provide a document dated within the last three months that includes your name, address, and date of issue.
• Acceptable documents include bank statements, credit card statements, utility bills (electricity, water, gas), council tax bills, and phone/internet bills.
• The details must match those registered on your account.

Unacceptable Documents for Verification:

• Letters, receipts, medical documents, university or school documents, tenancy contracts.
• Cropped documents, screenshot copies, documents older than 3 months.
• Documents with a PO box address or retail statements.

Document Clarity:

• All documents must be readable, with all corners clearly visible.
• If a document is password-protected, provide the password to our Client support.

Credit Card Copy (if requested):

• If required, provide a photo showing both sides of the credit card.
• Cover the CVV on the back and the middle digits on the front for security purposes.

Capitalvo is dedicated to complying with all applicable laws and regulations, ensuring a secure and transparent trading environment.

If you encounter any difficulties during the identity verification process, our support team is available for prompt assistance.

Contact us via Live Chat or email at support@capitalvo.com for personalized support.

Your cooperation in this process is valued as we maintain security and regulatory standards together.

At Capitalvo, we offer proficient document translation services across various languages. Our staff is skilled in translating documents to facilitate the verification process.

In cases where we are unable to handle the translation in-house, we may request a notarized or certified translation of the document. This ensures the accuracy and authenticity of the translation, meeting regulatory and compliance standards. We are committed to ensuring a smooth and efficient verification process for our clients, regardless of the language of their documents.

If you have any concerns or require further assistance with document translation, please reach out to our support team via Live Chat or email at support@capitalvo.com.

The minimum initial deposit to open an account is at least 250 units of your selected base currency. While this meets the minimum requirement, we recommend considering a higher deposit to enhance flexibility and improve risk management in your trading activities.

To deposit funds into your Capitalvo account, follow these steps:

1. Log in to your Capitalvo profile.
2. Select the account you wish to fund and click on "Deposit."
3. Choose the amount you wish to deposit.
4. Select your preferred deposit method (e.g., cryptocurrency, credit card, bank transfer, e-wallet) and click 'Proceed to Pay'.
5. Confirm your deposit details on the next page.
6. Follow any additional steps required by your payment provider.

Capitalvo offers a wide range of deposit methods to suit your preferences.

Your deposit may be withheld for various reasons, and our Client Support Team will contact you to resolve the issue. Some common reasons include:

• Verification Documents: Non-submission of required verification documents.
• Expired Documents: Submission of expired documents; updated documents are necessary.
• Duplicate Profiles: Presence of duplicate profiles within Capitalvo.
• Additional Verification Documents: Failure to provide additional verification documents for payment (e.g., card copies, source of payment screenshot).
• Third-Party Payment: Depositing using a relative's or friend's card/account, requiring additional verification documents.

Our Client Support Team is dedicated to guiding you through the solution process and providing further instructions. If you have specific concerns or need additional information, please refer to previous communications from us or contact us via email at support@capitalvo.com. We are here to assist you in ensuring a smooth and secure transaction process.

If your deposit has failed, it may have been due to one of the following reasons:

• Unsuccessful Crypto Transfer: Crypto transfer returns to customer wallet.
• Payment Declined by Card Issuer: Authorization declined by the card issuer.
• Wrong Account Number: Incorrect account number provided.
• Incorrect Card Details: Mistakes in card details entered.
• 3D Security Failure: Failure of 3D security for Credit/Debit Card transactions.
• Card Not Active for Online Activity: Card not enabled for online transactions.
• Expired Session: Session expired during the transaction process.
• Closed Account: Account closed with the payment provider.
• Transaction Rejected by Bank: Bank rejects the transaction for various reasons.
• Incorrect Recipient Name (Bank Wire): Name mismatch with recipient details for Bank Wire transfers.
• Invalid Verification Code (Neteller): Incorrect verification code provided for Neteller transactions.

If you encounter a failed deposit and need assistance, please contact our Client Support Team for further guidance. You can reach us via email at support@capitalvo.com.

Yes, you are required to provide necessary documents to process your withdrawal request. Account verification is a prerequisite for withdrawals. Until your account has been verified, you won't be able to withdraw any funds.

Ensuring the verification of your account not only facilitates the withdrawal process but also contributes to the overall security and compliance measures implemented by Capitalvo.

To withdraw your funds from Capitalvo, please follow these steps:

1. Request Withdrawal: Log into your account and navigate to the withdrawal option in the account page menu.
2. Conditions for Withdrawal: Certain conditions must be met before initiating a withdrawal.
3. No Open Positions Requirement: If you have not opened any positions after depositing, you may not be eligible to make a withdrawal.
4. Volume Requirement: A required volume of 100,000 in leveraged positions must be reached before initiating a withdrawal.
5. Account Type Requirements: Ensure you meet the specific requirements of your account type before attempting a withdrawal.
6. Fee for Unsuccessful Requirements: If you do not meet the account type requirements, a fixed fee of $50 will be deducted from your withdrawal.
7. Assistance from Account Managers: Capitalvo account managers are available to assist you in achieving the required volume and meeting account type conditions for withdrawal.

For a smooth and successful withdrawal process, it is essential to adhere to the specified conditions and requirements. If you have any questions or need assistance, contact our account managers, and they will guide you through the process.

Withdrawal requests are typically processed by our Funding Team within one working day. However, the time required for funds to be transferred to your account varies based on your chosen payment method. Here are the estimated time frames:

• Cryptocurrency Withdrawals: Up to 30-45 minutes.
• International Bank Wire Withdrawals: 3-5 working days.
• SEPA and Local Bank Transfers Withdrawals: 2-5 working days.
• Card Withdrawals: 2-7 working days (may take up to 10 working days in some cases*).
• E-wallet Withdrawals: Typically 10 minutes to a few hours to reflect in your wallet.
• Other Withdrawal Methods: Usually received within 1 working day.

*Note: Some payment processors may take up to 15 working days for the card refund to reflect in your bank account, depending on your country of residence.

You will receive an email notification once your withdrawal request has been processed by our Funding Team. Alternatively, you can check the status of your withdrawal on your dashboard under the payments section.

If your withdrawal has been rejected, it may have been due to one of the following reasons:

• Insufficient Account Balance: The amount requested exceeds the available balance in your account.
• Insufficient Free Margin: Your free margin is not enough to cover open positions after the withdrawal request.
• Incorrect Withdrawal Details: Errors or inaccuracies in the withdrawal details provided.
• Exceeds Deposited Amount (Credit/Debit Cards): The withdrawal amount exceeds the deposited amount using the method (Credit/Debit Cards).
• Doesn't Cover Payment System Charges: The requested withdrawal amount does not cover the applicable payment system charges.
• Additional Information/Documentation Not Provided: Failure to provide requested additional information or documentation.

If your withdrawal is rejected, you will receive an email notification specifying the reason. Our team will assist you in resolving the issue promptly.